Empty Promises

On the 6th August I cancelled my building insurance and reduced the value of the household contents. I got a refund on the household contents but not on the building insurance. I made numerous calls and each time I was told a different date for my refund which never happened. I spoke to Ngoako from the retention department and he spoke to his manager and they then told the IT department to rectify the problem. Ngoako told me the payment would be done on the 30th August. I received no payment. I sent an email on the 2nd September which I have received no response. I phoned on the 5th September and the lady said that payment was being done on the 5th September. I have received no payment. Why must I chase after my money? All I am getting is empty promises. I need this resolved asap. Not happy at all.